A rude awakening (kinda) …

Last week I was celebrating the return of my beloved MacBook Air, safely back home after its hard abandoneddrive transplant.  Being superstitious I’m afraid to jinx it, so let me just say, everything’s going very well.

I think I also mentioned that Jenson, my wonderful tech expert, upgraded my operating system to Yosemite as a surprise.  Very sweet of him because I would have messed it up for sure.  My bad technology karma always seems to interfere with operations of that sort and it always ends up a disaster.

Turned out the “surprise” was a bit of a mixed blessing because some of the functions I have gotten used to have changed and others are completely new.  I’m not a complete loser, but when it comes to technology and electronics, some changes are easier than others for me.  Sometimes I surprise myself and get it right off the bat; and sometimes I’m confounded  even though it’s obvious and simple for other people.

It didn’t help I had work to do, I was a bit behind because I’d been without my computer for three days.  Some of the most basic things are quite different with Yosemite and I didn’t have time to try to figure it out.  A friend, who I called so I could rant a bit and get it off my chest, was able to come to my rescue with the two most pressing problems.  Yay Marilyn!

But a tutorial was definitely in order.  Especially as Yosemite has some quite nice features it would be grand to be able to take advantage of.  So I set out to book myself a one-on-one at the Apple Store.

Not the happy outcome I’ve come to expect from Apple.  After several attempts to book the appointment online I finally got a message telling me my subscription for one-on-one sessions had expired.  “No problemo,” I thought to myself.  “I don’t mind paying for another one.”

Not possible to do online.  So I called the store, had some altercations with the automated voice/persona/pseudo human who answered the phone and insisted on asking me numerous questions to make sure ‘he’ directed me to the right place.  Only when I raised my voice a couple of decibels did I get directed to a real human.

Frankly, I would have probably been better off sticking to the dummy.  Because the ‘live’ body on the other end of the phone informed me I could not pay for another subscription.  Apple workshops are only available to those customers who have purchased a new product, whether it’s a phone or an iPad or a computer or whatever.  Me, and my old computer, were persona non grata.

“But if I want to pay, what difference does it make,” I whined, knowing it was futile to ask him because he doesn’t make the rules, but I was too far gone by then to care about what made sense and what didn’t.  No matter how much I pleaded and cajoled and reasoned he stuck to the script.  What else could he do, really?

The best he could offer me were the free seminars they have occasionally, and he suggested I go back online and check them out.  Unfortunately there wasn’t one that related to what I’m after, which I told him, when I called back.  For which he had no response.  Which, basically, I knew would be the outcome before I called, because if they were willing to tailor a free seminar to my issues, it would be a paid-for one-on-one, wouldn’t it?

Right.

So then I asked if I could bring my computer in, have Yosemite removed and go back to the operating system I had?

No.

Right.

Can I ask you a question?  Yes, you, reading my blog right now presuming, of course, someone — anyone — is reading my blog.

Why do software developers and code writers and programmers and system designers and tech gurus and geniuses insist on fixing what doesn’t need fixing?  Creating new ways to improve our efficiency and make our lives easier and better is fine.  But why in the name of all that’s holy must they tinker and mess with the stuff that’s working just fine?  Seriously.

Anyway, I’ve gotta tell you, I’m a little disappointed with Apple right now.  I’m feeling abandoned.

12 thoughts on “A rude awakening (kinda) …

  1. Recently I did a post on my “customer service” experience with another vendor. It took over 3 hours to get anything accomplished. The first thing they did after 10 minutes of phone menu maneuvering was to tell me that my warranty was expired (which it wasn’t) so they connected me to sales (to buy a warranty I didn’t need) and it took off from there. My computer is less than a year old and I don’t know how to operate everything that’s on it. I especially get frustrated with WordPress when they “fix” something that isn’t broke. The move things from the left side to the right side or back! Why! What difference does it make? Argh!

  2. Apple has such a captive audience that they can act like that.
    Goggle whatever you need. I expect someone has posted a tutorial. I’m forever amazed at what you can learn for free online.

    I hate technology change too.

  3. Oh, Fransi! We met for coffee right after you had Yosemite installed and you were so happy to have your problem resolved. Damn! I agree with the suggestion above to just go to the Apple store and speak to the manager. I’m willing to bet someone there will be able to help you with the new system.Keep me posted!

    • Not to worry Patricia. This too shall pass. I am still happy to have it back :). I will definitely keep you posted 🙂

  4. do you have specific questions? you can try asking here…I’m pretty good with Mac stuff and didn’t have any big issues getting used to Yosemite (though there’s lots I don’t try to do of course). There are lots of online places for help but sometimes it’s best to just be face to face with someone. I bet if you go to the Apple store someone can help you with your questions…frustrating though!

    • Thanks Lucia. I found a re-seller who has Mac training programs. I am going to call them and see if they do on Yosemite. My friend solved 2 issues for me. They were basic, but just very different from the way I have done things for the last 15 years and I didn’t know they had changed. What I’m after now is someone who can take me through the new features — I may not need or want to use them but it would be nice to know what they are and how they work. I think for me the biggest disappointment was that I couldn’t even pay for classes because I didn’t buy a new product. I did install a new operating system Apple claims can do all kinds of new and better things but that doesn’t qualify.

      What I don’t understand is, if one of their free seminars had gone over the issues I am interested in, they would have been okay with my going to that. From a business perspective it makes no sense. They could have made money from me. And I would have been happy. And my ‘brand experience’ would have remained untarnished

      . I am not saying this is enough to turn me off all Apple products but for some people it is. I know dozens of people who have switched from iPhones to the new Samsung models. They have all been receptive to doing it because they have had a bad/disappointing ‘service’ issue at an Apple store. A different experience than they’ve come to expect over the many years they were brand loyalists. As more and more companies, like Samsung, begin to really innovate — which, watch aside, Apple hasn’t really done since Steve Jobs died, the more vulnerable Apple will be — especially if customer service — one of their major strengths — starts to falter.

      Sorry, didn’t mean to bend your ear or lecture. Because of what I do for a living, I automatically look at what experiences do to the brand.

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